Good and Bad KCS Article Examples

Issue/Question

What are examples of good and bad knowledge base articles

Environment

• TeamDynamix
• Knowledge Centered Services (KCS)

Cause

The content standard and style guide needs to be followed when writing articles. 

Resolution

Good and Bad Article Examples

The contrast between bad articles and good articles reinforce the concepts and intent behind the field definitions.  To aid in understanding the requirements for quality articles we have provided the following examples of bad vs good articles.

BAD

Can't share calender

Issue/Question

Can't share calendar

Environment

Outlook

Cause

Resolution

Right click on the calendar in Outlook and select Properties.
Click on the Permissions tab.
Click Add.
Enter the name of the person to share with in the Search box and click Go.
Double click on their name.
Click OK.
Select the level of permissions desired.
Click OK.
The individual you are sharing will must now add the calendar.

GOOD

See Article Problem sharing outlook calendar 

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 BAD

Trouble accessing my email

Issue/Question

- email keeps asking for username and password

Environment

• Microsoft Office 2013

Cause

Resolution -  Turned off Cache Mode

In Microsoft Outlook click on FILE
Click on ACCOUNT SETTINGS
Select  ACCOUNT SETTINGS
Double click YOUR ACCOUNT
Uncheck USE CACHED EXCHANGE MODE
Click NEXT
Click FINISH
Click CLOSE
Click on FILE
Click on CLOSE
Reopen Microsoft Outlook

GOOD

See Article Trouble accessing email

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 BAD

Email Problem

Issue/Question

Dr. Greg can’t open his email

Environment

• Outlook

Cause

Resolution

Deleted the mailbox rule blocking his email

GOOD

See Article Not Receiving Emails

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BAD

Student Organization

Issue/Question

How do I request a USD account for my Organization?
How do I reset a Student Organization's account password?

Environment

Cause

Requesting a new Student Organization's account is creaed
Joe forgot the organization's account password. 

Resolution

Student Organizations Responsibilities:

GOOD

See Article Requesting Student Organization Accounts